Front Office Manager

Green Coast Hotel - MGallery Collection, part of BALFIN Group is a unique hotel offering a luxurious escape along the pristine shores of Caesar’s Beach with crystal-clear Ionian waters with 131 elegantly designed guest rooms including 4 luxury & 1 presidential suite, modern architecture, and a focus on sustainability. The hotel includes various F&B spaces consisting in an à la carte restaurant, a destination lobby bar, a pool bar with direct access to the beach area, meetings, Conference & Exhibition spaces consisting in 2 meetings rooms with a total capacity of up to 100 guests welcoming corporates & institutions to organize high-level events of the same certified standards as anywhere else in Europe. Also, well-being spaces, including an infinity heated outdoor pool, a SPA, gym & fitness spaces & a private-beach area.

BALFIN Group is one of the leading investment groups in the Western Balkans region, embodying international standards with local expertise. Founded in 1993 in Vienna by Samir Mane, today, the Group has a presence in 11 countries; Austria, Albania, Kosovo, Bosnia and Herzegovina, North Macedonia, Montenegro, Switzerland, Croatia, the Netherlands, the USA, and Canada. BALFIN, a diversified group active in real estate, wholesale and retail, banking, asset management, tourism, education, and logistics, employs approximately 5,000 people. Total Group’s Assets (including financial institution) is € 2.2 billion, as of 2023 data.

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The Front Office Manager will oversee the daily operations of the front desk and reservations, ensuring a seamless and welcoming experience for all guests. This role requires a dynamic individual with strong leadership skills, a passion for customer service, and the ability to recruit, train, and manage a team effectively.

Key Responsibilities

• Guest Experience: Ensure that all guests receive outstanding service and support, handling inquiries, and resolving complaints in a timely manner.
• Team Leadership: Recruit, train, and motivate front desk and reservation team, fostering a positive work environment that encourages professional growth and teamwork.
• Operations Management: Oversee front desk operations, including check-in/check-out processes, room assignments, and billing procedures, ensuring efficiency and accuracy.
• Collaboration: Work closely with housekeeping, maintenance, and management to coordinate guest services and address any issues that arise.
• Reservation Management: Manage room inventory and bookings, optimizing occupancy rates and revenue.
• Reporting: Prepare reports on front desk operations, including occupancy trends, guest feedback, and team performance, presenting findings to senior management.
• Compliance: Ensure compliance with hotel policies, procedures, and safety standards, and ensure that all front desk team members follow these guidelines.
• Customer Relations: Build and maintain strong relationships with guests, anticipating their needs and exceeding expectations.

• Proven experience in a hotel front desk or customer service role, with at least 2 years in a Front Office Manager or 3-4 years as Assistant Front Office Manager.
• Excellent communication and interpersonal skills, with a friendly and professional demeanor.
• A guest-centric mindset with a focus on delivering exceptional service.
• A degree or diploma in hospitality management or a related field is an advantage.
• Proficiency in hotel management software.
• Ability to work flexible hours, including weekends and holidays.
• A passion for hospitality and commitment to providing an exceptional guest experience.
• Ability to prepare and manage departmental budgets, balancing financial goals with maintaining high service standards.
• Strong leadership skills with the ability to inspire, motivate, and develop a team while maintaining service excellence.
• International Working Experience Preferred.
• Fluency in English, Italian language knowledge is a plus but not mandatory.+

Key Competencies:

• Leadership and team management skills.
• Strong problem-solving abilities and decision-making skills.
• Attention to detail and high standards of cleanliness and service.
• Ability to handle sensitive guest information and issues with discretion.
• Financial awareness and the ability to manage budgets and monitor revenue.
• Excellent time management and organizational skills.
• Ability to work collaboratively with other hotels departments to achieve overall goals.
• Experience at ACCOR is an advantage

Work Conditions:

Green Coast Hotel-MGallery Collection is an equal opportunity employer that offers a professional and dynamic work environment, an attractive compensation and benefits package, and opportunities to develop your professional potential fully.

Method of Application:

All those interested can apply:

•  By sending their CV to  hr.greencoast.mgallery@accor.com

Application deadline: 13/03/2025

* All applications will be treated with strict confidentiality according to the law No. 9887 set by the Albanian Parliament for the "Protection of Personal Data".

* Only shortlisted candidates will be contacted.